The Customer Experience Context!
Digital technologies are growing steadily and rapidly. We have witnessed an evolution from the internet or the World Wide Web to the internet of things and virtual augmentation. More and more companies are bidding farewell to the legacy way of working and embracing transformation by digitizing business models, modernizing their infrastructure and injecting operational efficiency.
Along with these, another prime focus area for companies is to excel at providing digital customer experience. Oracle customer experience survey of 1,300 senior executives estimated that their company’s potential revenue loss for not offering a positive, consistent, and brand-relevant
customer experience is 20% of annual revenue, or $400 million for a $2 billion company. Forrester’s August 2015 “The Revenue Impact of Customer Experience” report states that just a one-point gain in the Customer Experience Index was found to be worth $175 million in additional
revenue to a wireless provider, $118 million to a luxury automaker, and $65 million to an upscale hotel chain.
We want to uncover three main pillars of Digital Transformation in our series of whitepaper namely